Dell Finally Notices Its Poor Service Hurts Sales

from the ya-think? dept

For quite some time, Dell has been getting slammed for its shoddy customer service, something that's contributed to its slowing business and declining market share. But what was obvious to the outside world apparently wasn't clear to the company -- which at one point thought it would be a good idea to remove its toll-free support number from its web site to prevent people from calling -- as it's only recently really moved to improve its service and try to repair its dented reputation. This illustrates one of the downsides of competing largely on price -- when your competitors match, you've got to be prepared to differentiate and compete in other areas, something it looks like Dell's heavy focus on cost-cutting prevented. What's interesting is that many of the reforms Dell's new customer-service boss wants to implement are riffs on its manufacturing procedures, making it even more surprising that nobody noticed before. However, one stock analyst says all the changes (and resultant costs) "sure doesn't help Dell make its quarterly numbers" -- but when its poor service is holding back sales, the company's got little choice.

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  1. identicon
    IHATEDELL, 23 Feb 2007 @ 1:02pm


    i bought an inspiron 5100 about 4 years back...and i never had a problem with it so i decided to buy another inspiron E1705 a couple weeks ago....the lcd on the new laptop had issues thats where my insane amount of trouble started....sigh dont feel like explaining the whole indian but i still HATE indian tech support...those fucks dont know what the fuck theyr doing....and they make all these fake promises which are never true. Sadly people dell is not goin to go broke because believe it or not dell makes more money from corporate purchases than they do from home systems. The company i work for has well over 200,000 employees worldwide. In the floor where i work, which is 1 floor out of 4 of 1 building in a complex of about say we have about 700 Dell Optiplex desktops...all brand new with new LCD's considering how many employees we have id say Dell get a verryyy huge amount of money from the point where dell offers our employees a very deep discount...but the customer service for home and personal still is horrible...i wish somebody would talk some sense into michael dell to look after the customers

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